ICAP error for downloading pdf, word and excel files

[ProxyAdmin TRG]

Hi Team,

Recently we are facing ICAP error. most of the user reported that getting ICAP error while downloading *.pdf , ms word, excel files.

Issue with multiple url's and multiple users.

We have recently upgraded our CAS device to 3.0.1.1.
proxy version: 6.7.4.15

Noticed below logs in proxy policy trace:
============================================================

GET https://www.se.com/au/en/product/download-pdf/LC1F500

  DNS lookup was unrestricted

Accept-Encoding: gzip

Accept-Encoding: deflate

Accept-Encoding: br

User-Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:57.0) Gecko/20100101 Firefox/57.0

user: name="ekavru" realm=dc2_bcaaa

authentication start 0 elapsed 0 ms

authorization start 0 elapsed 0 ms

authentication status='none' authorization status='none'

client.host: <unset> (rdns resolution: lookup restricted by policy)

EXCEPTION(icap_error): Request could not be handled

  url.category: none@Policy;none@YouTube;none@IWF;Business/Economy@Blue Coat

    total categorization time: 1

    static categorization time: 1

  server.certficate.hostname.category: none@Policy;none@YouTube;none@IWF;Business/Economy@Blue Coat

    total categorization time: 1

    static categorization time: 1

server.response.code: 200

client.response.code: 503
=================================================================================================

Issue resolved after disabled Cylance license and user able to download pdf files and word files via both proxy's and CAS devices.

But this time user reported that getting ICAP error while downloading excel file.

Please advise to proceed further.

Thanks,
ProxyAdmin

[Jacob Miles]

Hi ProxyAdmin,

There was a known issue with Cylance and PDFs that looked really similar to what you are describing. It appears you have fixed that by disabling Cylance. The Excel file is going to be a different issue.

There are several ICAP server errors. On the Excel file download, what is the exception error that you get? is it "Server Error: Unknown" in the exception? or do you get something different?

Thanks

[neha.sinha]

Hello ,

facing the same issue but this time we have disabled the cyclane but still not able to download the pdf files can you suggest what could be the issue